PegaWORLD 2015: Infosys: Building World Class B2B Customer Services at Cisco (Presentation)

Cisco has partnered with PEGA and Infosys to transform the way our customers and partners do business with Cisco in their quote to order experience. The goal is to transform from a back office delivery function into a world class customer services capability. This will generate savings to fund the shift from traditional outsourced BPO to higher quality, near shore experience agents. Pega Predictive Analytics and Decisioning will automatically assess and route cases based on complexity, history and customer context. The results: real time allocation to best fit agent and transparency through a customer specific intelligent dashboard that highlights the progress on all cases.


  • Steve Power, Senior Director, Order Management Services Customer and Partner
  • Sameer Ranabhor, Senior Client partner, InfosysExperience, Cisco


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